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Microsoft Dynamics 365 Licensing Guide | May 2018
Microsoft Dynamics 365
Licensing Guide
May 2018
Microsoft Dynamics 365 Licensing Guide | May 2018
Contents Subscription Licensing Requirements .......................................................................................................................................... 1 Licensing Programs ............................................................................................................................................................................. 6 International Availability .................................................................................................................................................................... 6 Minimum License Purchase Requirements ................................................................................................................................ 6 Microsoft Dynamics 365 Subscription License Types ............................................................................................................ 7 Custom Entities ..................................................................................................................................................................................... 9 Dynamics 365 Applications .............................................................................................................................................................. 9 Dynamics 365 Modular Applications ......................................................................................................................................... 16 Dynamics 365 Plans .......................................................................................................................................................................... 16 Microsoft Relationship Sales ......................................................................................................................................................... 18 Tiered Pricing Policies ...................................................................................................................................................................... 18 Dynamics 365 Device Subscription License ............................................................................................................................ 19 Additional Services and Software ............................................................................................................................................... 20 Default Subscription Capacities ................................................................................................................................................... 22 Microsoft PowerApps ...................................................................................................................................................................... 25 Microsoft Power BI in Dynamics 365 ......................................................................................................................................... 25 Visual Studio subscriptions............................................................................................................................................................ 25 Microsoft Dynamics Lifecycle Services ...................................................................................................................................... 26 Free Trial ................................................................................................................................................................................................ 26 Dynamics 365 Support Policies .................................................................................................................................................... 26 Premier Support Services ............................................................................................................................................................... 28 Links for Additional Information ................................................................................................................................................. 28 Appendix A: Key Team Members Features ............................................................................................................................. 29 Appendix B: Customer Engagement Plan Applications ..................................................................................................... 30 Appendix D: Dynamics 365 Unified Operations Plan Security Roles by User SL Level .......................................... 35 Appendix E: Operations Customization and Licensing Requirements ......................................................................... 42 Appendix F: Microsoft Dynamics 365 Add-on ....................................................................................................................... 44 Appendix G: Support Policies ....................................................................................................................................................... 49 Appendix H: Change Log ............................................................................................................................................................... 50
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 1
Using This Guide Use this guide to improve your understanding of how to license Microsoft Dynamics 365. Microsoft
Dynamics 365 evolves Microsoft’s current CRM and ERP cloud solutions into one cloud service with new
purpose-built applications to help manage specific business functions. Dynamics 365 applications are
designed so they can be easily and independently deployed. A customer can start with what they need,
yet the applications work together so, as the business demands, the customer can adopt additional
capabilities with ease.
This document does not apply to Microsoft Dynamics 365 on-premises, Microsoft Dynamics 365 for
Operations on-premises, Microsoft Dynamics NAV, Microsoft Dynamics GP, Microsoft Dynamics SL,
Microsoft Dynamics AX 2012 or prior versions, or Microsoft Dynamics CRM 2016 or prior versions. This
guide also does not apply to the Microsoft Dynamic CRM Online or Microsoft Dynamics AX online
services. This guide is not intended to influence the choice of Microsoft Dynamics products and services.
The examples presented in this guide are illustrative. Microsoft reserves the right to review or update this
document at any time without notice.
Current online customers should refer to the applicable licensing guide for details on their entitlements
and use rights, including benefits derived from Dynamics 365 licenses.
• Microsoft Dynamics CRM Online Licensing Guide
• Microsoft Dynamics AX Licensing Guide
This document applies for users licensed with Dynamics 365 licenses.
For help determining the right technology solution for any given organization, including the license
requirements for a specific product or scenario, consult with your Microsoft account team or your
Microsoft Dynamics Certified Partner.
This guide does not supersede or replace any of the legal documentation covering use rights.
Introduction to Microsoft Dynamics 365 Microsoft Dynamics 365 is the next generation of intelligent business applications in the cloud. Microsoft
Dynamics 365 unifies CRM and ERP capabilities by delivering new purpose-built applications to help
manage specific business functions, including Dynamics 365 for Sales, Dynamics 365 for Marketing,
Dynamics 365 for Customer Service, Dynamics 365 for Field Service, Dynamics 365 for Project Service
Automation, Dynamics 365 for Finance and Operations, Dynamics 365 for Retail, and Dynamics 365 for
Talent. Designed to be personalized, enable greater productivity, deliver deeper insights and adapt to
business needs, Microsoft Dynamics 365 applications help businesses accelerate digital transformation to
meet the changing needs of customers and capture the new business opportunities of tomorrow.
Subscription Licensing Requirements
Licensing Requirements for Internal Users Customers must purchase Subscription Licenses (SLs) for their organization or their affiliates’ employees
and on-site agents, vendors or contractors who directly or indirectly access the Microsoft Dynamics 365
services.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 2
Microsoft Dynamics 365 has two types of SLs:
(i) User SLs are assigned on a “named user” basis, meaning each user requires a separate User SL;
User SLs cannot be shared but an individual with a User SL may access the service through
multiple devices.
(ii) Device SLs are assigned to license a device.
a. With the Customer Engagement Plan Business Application Device SL any number of users can
use the licensed device with a shared login, such as ‘[email protected]’ without the need
for separate User SLs. Individual users cannot be tracked as they all share one login. Customer
Engagement Plan device licenses are full devices – they include the same rights as the
equivalent user license.
b. With the Dynamics 365 Operations Device SL any number of users can access a licensed
device with individual logins without the need for separate User SLs. The Operations device is
a limited license with a subset of Unified Operations capabilities.
Since Microsoft Dynamics 365 may be licensed with User or Device SL, only the user or the device requires
a SL, but not both. If the user of a device is licensed with a User SL, then the device does not need a
Device SL. Likewise, if the device is licensed with a Device SL, then the user does not need a User SL.
Customers can mix both User and Device SLs.
Subscription duration requirements are determined by the licensing program under which a SL is licensed.
Short term subscriptions are available exclusively through the MPSA licensing program. More information
on MPSA is available here.
The User and Device SL grants users non-perpetual rights (with no buy-out rights) to the use of the
Dynamics 365 service. As long as you are current on your subscription payments and adhere to the
Product Terms and the Online Service Terms, you will have access to the most up-to-date version of
Microsoft Dynamics 365.
Figure 1: Basic licensing requirements for Microsoft Dynamics 365
The subscription licenses include access rights to the default Microsoft Dynamics 365 instances included
in the subscription account, and every additional Microsoft Dynamics 365 instance (production or non-
production) associated with the same Azure AD tenant. For more information on Azure AD tenants, please
see here.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 3
Figure 2: Accessing multiple instances
Licensing Requirements for External Users
External users are end customers and third-party users of the organization or its affiliates and do not
require SLs to access Microsoft Dynamics 365. External user access is included with the organization’s
internal user SLs. Customer Engagement Applications graphical user interfaces may not be accessed by
external users.
In addition, external users include off-site vendors not on an employee-like relationship with the
organization or its affiliates (e.g. IT help desk support vendors serving multiple customer organizations).
However, external user access does not extend to the customer or the customer’s affiliate’s contractors,
vendors, or agents providing business processes on the customer’s behalf or using Microsoft Dynamics
365 to manage any portions of their business. In this sense, the customer may not use Microsoft
Dynamics 365 to provide business process outsourcing services to its clients.
Microsoft Social Engagement, a service included as part of select Microsoft Dynamics 365 licenses, does
not distinguish between internal and external users. You must license external users, as well as, internal
users who will access services with a Microsoft Dynamics 365 license.
Figure 3: Internal vs. external users
Multiplexing
Multiplexing refers to the use of hardware or software that a customer uses to pool connections, reroute
information, or reduce the number of devices or users that directly access or use the Microsoft Dynamics
365 service. Multiplexing does NOT reduce the number of SLs of any type required to access the
Microsoft Dynamics 365 service. Any user or device that accesses the Microsoft Dynamics 365 service —
whether directly or indirectly—must be properly licensed.
Microsoft Dynamics 365 SLs are required for users or devices that directly input, query, or view data from
the Microsoft Dynamics 365 service. Similarity, Microsoft Dynamics 365 SLs are required for users or
devices that input data into, query, or view data from the Microsoft Dynamics 365 service through a
pooling device. Pooled connections use a non-interactive user account in Microsoft Dynamics 365 that
can access the system but only via the web service layer. Internal users and devices accessing Microsoft
Dynamics 365 data indirectly through a portal or via an API to a separate service such Microsoft Outlook
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 4
must also be properly licensed, regardless of if they are set up as a Microsoft Dynamics 365 user in the
service, for example:
• Internal users and devices access Microsoft Dynamics 365 data indirectly through a PowerApps
must still be properly licensed for Dynamics 365
• Any user or device that accesses the service, files, data, or content provided by the service that is
made available through an automated process requires a Microsoft Dynamics 365 SL
• The number of tiers of hardware or software between the Microsoft Dynamics 365 service and the
user or devices that ultimately use its data, services, or functionality does not affect the number of
SLs required.
For additional information about multiplexing refer to the Microsoft Volume Licensing Brief
Multiplexing—Client Access License (CAL) Requirements.
Note: Licensed users may manually rekey information (when coming from non-licensed users) into the Microsoft
Dynamics 365 service. This scenario is not considered multiplexing.
Figure 4: Multiplexing
Dual Use Rights
One of the advantages of Microsoft Dynamics 365 is dual use rights. This allows customers the option to
deploy the server software either in Microsoft’s cloud or in a private on-premises or partner-hosted cloud.
In some cases, customers may want to deploy both types of instances simultaneously. This might be done
to help with migrating a Microsoft Dynamics 365 on-premises deployment to Microsoft Dynamics 365,
running private Dev/Test deployments in Microsoft Azure. With Dual Use Rights, Microsoft Dynamics 365
users licensed with the required User SL do not need to acquire CALs to access Server instances.
Users or devices licensed with Microsoft Dynamics 365 SLs have use rights equivalent to a CAL for the
purpose of accessing equivalent on-premise workloads. With Microsoft Dynamics 365 the server license is
included with the SLs. For the Unified Operations Plan and applicable Unified Operations applications, this
is the Microsoft Dynamics 365 for Operations Server and for the Customer Engagement Plan Business
Applications this is the Microsoft Dynamics 365 on-premises Server. Customers may use downgrade
rights to deploy an earlier version of a server, however, downgrade rights are limited to Dynamics AX
2012 R3 Server for Microsoft Dynamics 365 for Operations Server, and Dynamics CRM 2016 for Microsoft
Dynamics Customer Engagement Server. Licenses for all supporting servers (e.g., Windows Server and
CAL(s)) must be obtained separately.
Users or devices licensed with the Dynamics 365 Plan, Dynamics 365 Customer Engagement Plan,
Dynamics 365 for Sales, Dynamics 365 for Customer Service, or Dynamics 365 for Team Member SLs may
access the on-premises Microsoft Dynamics 365 Server software provided via dual use rights.
Users or devices licensed with the Microsoft Dynamics 365 Plan, Dynamics 365 Unified Operations Plan,
Dynamics 365 for Retail, Dynamics 365 for Operations Device, or Dynamics 365 for Team Member SLs may
access the on-premises Microsoft Dynamics 365 for Operations Server software provided via dual use
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 5
rights. Access to the Microsoft Dynamics 365 for Operations Server software provided via dual use rights
is exclusive to those users assigned a qualifying Microsoft Dynamics 365 SL and External Users and not
provided for users licenses with on-premises CALs.
Figure 5: Dual Use Rights
Field Service (on-premises) is available for Dynamics 365 Customer Engagement Plan and Field Service
customers through dual use rights
Figure 6: Dual Use Rights Mapping
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 6
Dual Use Rights included with Microsoft Dynamics 365 SLs are non-perpetual and will expire when the
cloud subscription expires.
Microsoft Dynamics CALs have no reciprocal rights to access functionality provided exclusively to
Microsoft Dynamics 365 User SLs, nor do Dual Use Rights imply equivalent capabilities between Microsoft
Dynamics CALs and Microsoft Dynamics 365 SLs.
Customers who have purchased Microsoft Dynamics 365 and are entitled to On-Premises software can
obtain their software as follows. Volume Licensing: Volume Licensing Service Center (VLSC), Cloud
Solution Provider Program: PartnerSource, Microsoft Online Subscription Program: CustomerSource. Registration may be required. For more information regarding on-premises licensing, see Microsoft
Dynamics 365 On-premises and Microsoft Dynamics 365 for Operations, on-premises licensing guides.
Licensing Programs Microsoft Dynamics 365 is licensed through the Microsoft Volume Licensing and the Cloud Solution
Provider program (CSP). In Volume Licensing, Microsoft Dynamics 365 is available through:
• Enterprise Agreement
• Enterprise Agreement Subscription
• Service and Cloud Enrollment
• Enrollment for Education Solutions (under the Campus and School Agreement)
• Microsoft Dynamics Online Government (except Dynamics 365 Unified Operations Plan,
Operations Activity and Dynamics 365 Plan)
• Microsoft Products and Services Agreement (MPSA)
• Microsoft Online Subscription Program (MOSP) (except Dynamics 365 Unified Operations Plan,
Dynamics 365 for Operations Activity and Dynamics 365 Dynamics 365 Plan)
Mixing of licenses across different licensing programs on a single tenant is not recommended and could
lead to incompatible subscriptions. As previously stated, MPSA licenses may be mixed with EA licenses if
short term subscriptions are required.
Participating in a Volume Licensing program typically involves signing an agreement and/or enrollment,
meeting a minimum purchase requirement, and ordering licenses through a Microsoft Reseller. Visit the
Microsoft Volume Licensing website to learn more about how to buy through Volume Licensing, find a
reseller partner, and more.
International Availability Country, language, and localization availability for Dynamics 365 is available here.
Minimum License Purchase Requirements To activate the paid subscription, new customers enrolling in Microsoft Dynamics 365 for Customer
Engagement Plan Business Applications on the Academic price list must purchase a minimum of 20 full
user licenses (Dynamics 365 Plan, Customer Engagement Plan, Dynamics 365 for Sales, Dynamics 365 for
Customer Service, Dynamics 365 for Field Service, or Project Service Automation).
The 20-license minimum license requirement does not apply to existing Academic customers who have
previously enrolled on or before October 31, 2016, but these customers are required to maintain at least a
5-seat minimum in accordance with the prior program requirements.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 7
Microsoft Dynamics 365 Subscription License Types Microsoft Dynamics 365 simplifies licensing of business applications. The primary licensing is by named
user subscription. The Microsoft Dynamics 365 user subscriptions classify users into two types, “full users”
and “additional users”.
Figure 7: User Types
Full users are the users whose work requires use of the feature rich business applications functionality.
Examples of full users are sales people, customer service representatives, finance employees, controllers
and supply chain managers. These users have also been referred to in the past as Professional users or
Power Users. These full users are licensed with a Dynamics 365 Plan, or Dynamics 365 application
subscription (not including Dynamics 365 for Talent).
Additional users often represent a large percentage of users in an organization and may consume data
or reports from line of business systems, complete light tasks like time or expense entry and HR record
updates or be heavier users of the system, but not require full user capabilities. These additional users are
licensed with Dynamics 365 for Team Members, Dynamics 365 for Operations Activity or Dynamics 365 for
Talent subscriptions.
There is also device licensing available for shared device scenarios. See the Device Subscription License
section for more information.
Dynamics 365 for Team Members
The Microsoft Dynamics 365 for Team Members subscription is a named user subscription designed for
users who are not tied to a particular function, but who require basic Dynamics 365 functionality. This
license includes read access as well as some write access for select light tasks across all Dynamics 365
applications for a given tenant. As a result, as more Dynamics 365 applications are adopted across an
organization, any user previously licensed with Dynamics 365 for Team Members subscription would be
licensed already to access those additional applications.
The Team Members SL user may access Dynamics 365 data from Dynamics 365 Unified Operations Plan
and Dynamics 365 Customer Engagement Plan Applications. Note, at least one full user must be assigned
to the tenant to administer and configure the service. A Plan subscription is the most cost-effective option
to provide ultimate flexibility for a user to administer and configure more than one Dynamics 365
application.
The Dynamics 365 for Team Members SL grants a user full read access across all the Dynamics 365
applications for a given tenant. In addition, the Dynamics 365 for Team Members SL includes some limited
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 8
use write access across Dynamics 365 Unified Operations Plan and Dynamics 365 Customer Engagement
Plan Business Applications as defined below.
Dynamics 365 for Team Members also includes the “PowerApps for Dynamics 365 Team Members”
license. Dynamics 365 for Team Members users can use PowerApps to access Dynamics 365 within the
bounds of their Team Members license. For more information on Microsoft PowerApps, please see
Microsoft PowerApps section.
Dynamics 365 for Team Member use rights for Dynamics 365 Unified Operations Plan Applications
The Team Members SL grants a user the following Dynamics 365 for Finance and Operations, Dynamics
365 for Retail and Dynamics 365 for Talent rights for their own use and not for, or on behalf of, other
individuals:
(i) To record any type of time
(ii) To record any type of expenses
(iii) Manage personal information
(iv) Manage direct employee and candidate activities for hiring, onboarding, and human resources
(v) Create requisitions
(vi) Create or edit the items related to the following capabilities: quality control, service orders and
departmental budgets
(vii) Approval of time, expense, invoices
Dynamics 365 for Team Member use rights for Dynamics 365 Customer Engagement Plan Applications
The Team Members SL grants a user the following Dynamics 365 for Sales, Dynamics 365 for Customer
Service, Dynamics 365 for Field Service, or Dynamics 365 for Project Service Automation rights for their
own use and not for, or on behalf of, other individuals:
(i) Write access to Accounts, Contacts, Activities, Tasks and notes
(ii) Record time and expense for Dynamics 365 for Project Service Automation, and apply for projects
(iii) Set up and manage the knowledgebase and Interactive Service Hub
(iv) Update personal information
(v) User Reporting and dashboards
(vi) Edit Custom Entities*
(vii) Participate as an end-consumer of Dynamics 365 services such as responding to surveys, or
applying for projects *Customizations can only be performed against entities included in the Dynamics 365 for Team Member use rights. Custom Entities may be
either based on entities included in Dynamics 365 or created by a customer or partner. Access to Custom Entities based on entities not part
of Dynamics 365 for Team Members rights require a higher USL, depending on the required access.
Please review Appendix A for a more detailed list of the Dynamics 365 for Team Members use rights.
Dynamics 365 for Operations Activity
The Dynamics 365 for Operations Activity subscription is a named user subscription intended for users
who may be heavy users of the application, but do not require the use rights of a full user. Dynamics 365
for Operations Activity use rights include all Dynamics 365 for Team Member user rights as well as the
right to:
(i) Approve all Activity related transactions
(ii) Create or edit the items related to warehousing, receiving, shipping, orders, vendor maintenance,
and all budgets
(iii) Operate a Point-of-Sale (POS) device, store manager device, shop floor device, or warehouse
device.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 9
Please review Appendix D for a list of the out of the box Dynamics 365 Unified Operations Plan roles and
associated user types.
Custom Entities Microsoft Dynamics 365 for Team Members and higher provide the right to use custom entities.
Custom entities may only be created or replicated by a partner or user licensed for full Application or
Plan use. Rights to create or replicate new custom entities are not included with Dynamics 356 for
Team Members and Dynamics 356 for Operations Activity licenses. Custom entities may be based on
entities included in Dynamics 365 or created by a customer or partner. If the custom entity is based on
or replicates the functionality of entities included in Microsoft Dynamics 365, or if the entity links to
entities included in Microsoft Dynamics 365, then users accessing the custom entity must also be
licensed to access the included or replicated entity. For example, users creating an entity that replicates
the cases entity for a ticketing system would still require the user to be licensed for cases. In other
words, customizations may only be performed against entities users are licensed to access.
Dynamics 365 Applications Application subscriptions are named user subscriptions where a user is licensed only for one individual
application. This is largely how business applications have traditionally been licensed. Application
subscriptions also include use rights to PowerApps for mobile app creation and use against Dynamics 365
data. For more information on Microsoft PowerApps, please see Microsoft PowerApps section.
Dynamics 365 has the following applications:
• Dynamics 365 for Sales
• Dynamics 365 for Marketing
• Dynamics 365 for Field Service
• Dynamics 365 for Customer Service
• Dynamics 365 for Project Service Automation
• Dynamics 365 for Finance and Operation
• Dynamics 365 for Retail
• Dynamics 365 for Talent
Microsoft Dynamics 365 for Sales
For your sales team, Microsoft Dynamics 365 for Sales provides licensed users with access to core
Salesforce automation capabilities such as:
(i) Lead and opportunity management
(ii) Products and price lists management
(iii) Quotes, orders and invoices management
(iv) Sales group management functionality
(v) Case for Sales
Customers may choose what level of functionality is appropriate for their business with two options for
licensing Microsoft Dynamics 365 for Sales: Dynamics 365 for Sales Enterprise and Dynamics 365 for Sale
Professional.
The Sales Enterprise and Sales Professional application modules may not be deployed on the same
instance; however, they may be deployed on the same tenant. Customers may mix and match Enterprise
licenses (e.g. Customer Engagement Plan or Enterprise Applications) with Sales Professional on the same
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 10
tenant. A user with Sales Professional license is licensed only for that application and therefore may not
directly or indirectly access another instance with Sales Enterprise application. Conversely, as Sales
Enterprise includes Sales Professional capabilities, a Sales Enterprise user may access the Sales
Professional instance. However, the functionality in the Sales Professional application will still be limited to
the Sales Professional features.
Figure 8: Instance separation
Figure 9: Mix and match deployment
Dynamics 365 for Sales Professional
Dynamics 365 for Sales Professional is for customers who have simpler needs for their sales force
automation solution:
(i) Opportunity management
(ii) Sales planning
(iii) Performance management
Dynamics 365 for Sales Enterprise
Dynamics 365 for Sales Enterprise goes beyond core sales force automation and meets the needs of
more complex sales processes. In addition to all the functionality available in the Dynamics 365 for
Sales Professional User SL, Dynamics 365 for Sales Enterprise User SL includes rights:
(i) Advanced customization and extensibility
(ii) Embedded intelligence features
(iii) Advanced sales force automation
(iv) Unified Service Desk for Microsoft Dynamics 365
(v) Microsoft Social Engagement
(vi) Voice of the Customer for Microsoft Dynamics 365
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 11
(vii) Dynamics 365 – Gamification
(viii) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Sales
Enterprise application.
For detailed view of the use rights associated with Dynamics 365 for Sales Enterprise, refer to Appendix B.
Appendix C provides a comparison of features for Dynamics 365 Sales Enterprise and Dynamics 365 Sales
Professional.
Microsoft Dynamics 365 for Marketing
The Marketing application is licensed per organization and is based on contacts in the database (active
and inactive). “Contact” refers the contact entity in Customer Engagement database. There is no purchase
requirement for user licenses. The administrator will be able to assign user licenses through the admin
portal for users that need access to the Marketing application. Since Marketing is an organization-based
license, customers may install, use, and configure one Dynamics 365 for Marketing application with only
one Dynamics 365 instance.
The Base package of Marketing includes 1 Marketing Application instance and an entitlement of 10K
contacts. Customers who need additional contacts are required to purchase the "Additional Contacts"
pack in increments of 5K contacts. Only one of the “base package” with 10K contacts may be purchased.
For customers who purchased Dynamics 365 Customer Engagement Plan or Dynamics 365 Plan will
receive an entitlement of 2K contacts and one Marketing Application instance included with purchase of
10 seats of the Plan offers. For additional contacts pack for Dynamics 365 Customer Engagement or
Dynamics 365 Plan, customers must purchase one-time “Plan Attach” offer that provides 8K additional
contacts. For all additional contacts requirement, customers must purchase the “Additional Contacts” pack
in increments of 5K contacts.
Dynamics 365 Customer Engagement capacity add-ons (e.g. Portal, Non-Production Instance) may also be
purchased as needed at an additional cost.
Figure 10: Marketing applications
Please review Appendix B for Dynamics 365 for Marketing use rights.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 12
Microsoft Dynamics 365 for Customer Service
Microsoft Dynamics 365 for Customer Service is the recommended choice for your customer support
teams. It provides licensed users with access to core customer service capabilities including:
(i) Case Management
(ii) Interactive Service Hub
(iii) Unified Service Desk for Microsoft Dynamics 365
(iv) SLAs and Entitlements
(v) Other Service group management functionality
Each Dynamics 365 for Customer Service User SL also includes rights:
(i) To Microsoft Social Engagement
(ii) Voice of the Customer for Microsoft Dynamics 365
(iii) Microsoft Dynamics 365 - Gamification
(iv) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Customer
Service application.
For a detailed view of the use rights associated with Dynamics 365 for Customer Service please refer to
Appendix B.
Microsoft Dynamics 365 for Field Service
Microsoft Dynamics 365 for Field Service is the recommended choice for your field-based service teams,
leveraging tight integration between Dynamics 365 for Customer Service case management capabilities
and field service work orders to deliver business process driven, best in class field service management. It
provides licensed users with access to:
(i) Field service capabilities including work order management
(ii) Schedule
(iii) Dispatch
(iv) Routing capabilities
(v) Repairs and returns management
(vi) Inventory management.
Each Dynamics 365 for Field Service User SL also includes rights to:
(i) To Microsoft Social Engagement
(ii) Voice of the Customer for Microsoft Dynamics 365
(iii) Dynamics 365 Mobile Offline
(iv) Microsoft Dynamics 365 - Gamification
(v) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Field Service
application.
This User SL also includes the Field Service Mobile Application, a Microsoft application that is specifically
designed for Dynamics 365 for Field Service, distinct from the Dynamics CRM Mobile Client Application.
This application is technically limited to only Field Service entities and a maximum of 10 custom entities.
For a detailed view of the use rights associated with Dynamics 365 for Field Service please refer to
Appendix B.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 13
Microsoft Dynamics 365 for Project Service Automation
Microsoft Dynamics 365 for Project Service Automation is designed for professionals who manage
projects and the associated customer engagement process end-to-end. This provides licensed users with
capabilities required for:
(i) Setting up a project organization
(ii) Engaging with customers
(iii) Project scheduling and costing
(iv) Managing and approving time and expense
(v) Closing projects
Each Dynamics 365 for Project Service Automation Service User SL also includes rights to:
(i) To Microsoft Social Engagement
(ii) Voice of the Customer for Microsoft Dynamics 365
(iii) Microsoft Dynamics 365 - Gamification
(iv) Microsoft PowerApps Plan 2
Additionally, this license includes rights to configure and administer the Dynamics 365 for Project Service
Automation application.
This User SL also includes the Microsoft Project Online Premium license. The details for this license can be
found on the Microsoft Project Online website.
For a detailed view of the use rights associated with Dynamics 365 for Project Service Automation please
refer to Appendix B.
Note: The SharePoint that comes with Project Online plans is a use rights restricted version that only
allows SharePoint usage within the scope of Project Online. Please see the Service Description for
additional details.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 14
User SL Comparison Dynamics 365 for Sales, Customer Service, Field
Service, and Project Service Automation
The following provides a high-level summary of the use rights associated with each of the five User SL
levels. For a detailed comparison, refer to Appendix B.
1Custom entities (either based on entities included in CRM or created by a customer or partner) may require a higher CAL or USL, depending on the
required access. Customizations can only be performed against entities included in the use rights. 2Creating, updating and deleting via workflows can only be performed against entities included in the use rights (i.e. update an opportunity requires
Sales or Customer Engagement Plan). 3No Access to Dynamics 365 User Interface. Case Management and Chat can only be submitted on users’ own behalf, as a supportee, not on behalf of a
customer or other individual. 4Creation of PowerApps can only leverage data included within the individual application.
Microsoft Dynamics 365 for Finance and Operations
The Microsoft Dynamics 365 for Finance and Operations includes full read, edit and approval access
across the Finance and Operations application plus Microsoft PowerApps. Finance and Operations
provides the operations features and capabilities including but not limited to financial, manufacturing and
supply chain capabilities that are not included in other standalone Dynamics 365 Unified Operations Plan
applications.
The Dynamics 365 for Finance and Operations application cannot be licensed as a standalone application
and is licensed exclusively with the Dynamics 365 Unified Operation Plan or Dynamics 365 Plan SLs. For
Plan SLs purchase requirements, refer to Dynamics 365 Plans section in this licensing guide document.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 15
Please review Appendix D for a list of the out of the box Dynamics 365 Unified Operations Plan roles and
associated user types. For a description of how to create custom roles for Dynamics 365 Unified
Operations Plan and how to license them please refer to Appendix E.
Dynamics 365 for Retail
The Dynamics 365 for Retail application is designed to help retailers manage their operations, deliver a
connected employee experience, and offer exceptional shopping experiences. By leveraging intelligent
forecasting and product recommendations, retailers may:
(i) Improve in-store and e-commerce profitability
(ii) Drive intelligent business insights to optimize strategy and cost
(iii) Accelerate buying behavior through ubiquitous customer experiences
The Retail application is optimized for full users, including headquarter and central operation employees
of retail organizations. Depending on the scenario, employees in retail stores will generally be licensed
with either the Operations Device SL or Operations Activity SL. Examples of these scenarios may include
store employees, store managers and point of sale devices. For Operations Device and Operations Activity
use rights, refer to those licenses descriptions in this licensing guide document.
There is a 20-seat minimum of Dynamics 365 for Retail (or Dynamics 365 Plan or Unified Operations Plan)
SLs required to license the application.
Retail deployments may also utilize the Retail Store Scale Unit, which is a retail server, cloud POS website
and channel database deployed locally in a store. It maintains connectivity with and extends a Dynamics
365 for Retail deployment, providing improved performance, business continuity and hybrid capabilities in
store.
The Retail Store Scale Unit installation and use rights are included with a qualifying minimum purchase of
Dynamics 365 Plan, Unified Operations Plan and Retail Application SLs and may be downloaded and
installed at no additional cost. All servers, users and devices accessing the Retail Store Scale Unit must be
appropriately licensed. The Retail Store Scale Unit is not available as a standalone license. Required
hardware, Windows Client or Windows Server and SQL licenses must be acquired and licensed separately.
If dual use rights are being exercised and downgrade rights are utilized to downgrade to AX 2012, the
Retail Store Server is not an included use right and appropriate licensing must be obtained. Please see AX
2012 Retail Licensing Guide and refer to the AX downgrade mappings table in the Dynamics 365 for
Operations on-premises licensing guide to determine appropriate licensing.
Please review the retail section of Appendix D for a list of the out of the box retail roles and associated
user types. For a description of how to create custom roles for Dynamics 365 for Retail and how to license
them please refer to Appendix E.
Dynamics 365 for Talent
The Microsoft Dynamics 365 for Talent application helps organizations strategically attain, empower and
optimize human resources to achieve high-impact, sustainable results for the organization. There are two
sets talent experiences:
(i) HR Experience: strategic HR experience to drive operational excellence through intuitive
experiences, visibility and collaboration and impactful programs
(ii) Talent Experiences: hire the best talent faster, build high performing agile teams and maximize
the potential of your team
Both experiences are licensed together in the Dynamics 365 for Talent application. Examples of full users
who would be licensed with Talent application SLs would include human resource professionals and
recruiters.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 16
Users who sit outside of HR and recruiting, such as employees who need self-serve HR access and hiring
managers who will be hiring for their own teams would be licensed through the Team Members SL.
There is a 5-seat minimum of full Dynamics 365 for Talent (or Dynamics 365 Plan or Unified Operations
Plan) SLs required to license the Talent application.
For more information on the default capacities included for the Talent subscription, click here.
Please review the Dynamics 365 for Talent section in Appendix D for a list of the out of the box Dynamics
365 for Talent roles and associated user types. For a description of how to create custom roles for
Dynamics 365 for Talent and how to license them please refer to Appendix E.
Dynamics 365 Modular Applications Dynamics 365 Modular Applications allow you to take advantage of Dynamics 365 Application capabilities
in a lighter weight, more targeted solution. Modular applications represent a subset of the capabilities in
their respective Dynamics 365 Applications but are fully functional standalone experiences that can also
integrate with and extend Microsoft and third-party business applications.
Talent Modular Applications
Two Talent modular applications are available:
• Talent: Attract
• Talent: Onboard
The Talent Attract and Onboard applications are sold individually or together as a discounted bundle.
Pricing is per user per month with a one-year minimum commitment and there is no minimum purchase
requirement. The capabilities in these applications are targeted at hiring managers. These capabilities are
also included for users who are licensed for Dynamics 365 for Talent These applications are only available
for direct purchase and are licensed under the Microsoft Online Subscription Program (MOSP).
Dynamics 365 Plans Plan subscriptions are new with Dynamics 365. With one single user subscription, a Plan subscription is
the most cost-effective option to provide ultimate flexibility for a user to have access to any Dynamics 365
functionality to get their job done. Plan subscriptions provide users rights to use functionality across any
of the respective Plan applications as well as use of Microsoft PowerApps, the mobile application platform
service.
Dynamics 365 Customer Engagement Plan
Dynamics 365 Customer Engagement Plan gives you the flexibility to work with any application
functionality. Dynamics 365 Customer Engagement Plan includes flexibility to use:
• Dynamics 365 for Sales
• Dynamics 365 for Marketing
• Dynamics 365 for Field Service
• Dynamics 365 for Customer Service
• Dynamics 365 for Project Service Automation
• Microsoft PowerApps Plan 2
Licensing becomes simpler because all Customer Engagement Plan business application rights are
included.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 17
Figure 11: Customer Engagement Plan
Dynamics 365 Unified Operations Plan
Dynamics 365 Unified Operations Plan includes full read, edit and approval access across the entire ERP
solution (formerly known as Microsoft Dynamics AX) plus Microsoft PowerApps capabilities. Dynamics
365 for Finance and Operations Plan includes flexibility to use Dynamics 365 for Talent, Dynamics 365 for
Retail, and PowerApps Plan 2.
Figure 12: Unified Operations Plan
Please note there is a minimum quantity of SLs required:
(i) 20 Microsoft Dynamics 365 Unified Operations Plan or Dynamics 365 Plan User SLs, 20 Dynamics
365 for Retail SLs and 5 Dynamics 365 for Talent SLs
(ii) Customers may also license equivalent Microsoft Dynamics 365 for Operations Device SLs per
tenant
a. Dynamics 365 Plan, Dynamics 365 Unified Operations Plan and Dynamics 365 for Retail
application SLs may be combined to satisfy the 20-user minimum for a Dynamics 365 for
Finance and Operations and/or Dynamics 365 for Retail deployment.
b. Dynamics 365 for Operations Device SLs may also be applied toward satisfying the 20-user
minimum with 2.5 Device SLs to equal 1 Dynamics 365 Unified Operations Plan User SL.
c. Dynamics 365 Plan, Dynamics 365 Unified Operations Plan and Dynamics 365 for Talent
application SLs may be combined to satisfy the 5-user minimum for a Talent deployment.
d. For example, a customer could meet the minimum requirement with 10 Dynamics 365 Unified
Operations Plan User SLs and 25 Dynamics 365 for Operations Device SLs
e. The Microsoft Cloud Solution Provider (CSP) program does not allow for mixing of SKU types
to satisfy the minimum requirement. The CSP minimum is 20 Dynamics 365 Plan SLs, 20
Dynamics 365 Unified Operations Plan User SLs, 20 Dynamics 365 for Retail SLs or 5 Dynamics
365 for Talent SLs.
Please review Appendix D for a list of the out of the box Dynamics 365 Unified Operations Plan
roles and associated user types. For a description of how to create custom roles for Dynamics 365
Unified Operations Plan and how to license them please refer to Appendix E.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 18
Dynamics 365 Plan
Dynamics 365 Plan includes access to Customer Engagement Plan functionality plus Dynamics 365 Unified
Operations Plan.
Figure 13: Dynamics 365
Microsoft Relationship Sales Microsoft Relationship Sales solution helps sales professionals build the relationships they need to win,
from a single, trusted vendor. This solution will help connect more businesses with the power of
relationship selling.
Microsoft Relationships Sales solution includes Dynamics 365 for Sales and LinkedIn Sales Navigator.
Microsoft Relationship Sales solution seats will contribute towards the Dynamics 365 Customer
Engagement Plan tiers. See Tiered Pricing section in this licensing guide document to learn more.
For more information and list of features included with LinkedIn Sales Navigator see
https://business.linkedin.com/sales-solutions/sales-navigator . For a detailed view of the use rights
associated with Dynamics 365 for Sales please refer to Appendix B.
Tiered Pricing Policies For larger Dynamics 365 deployments, customers may qualify for a lower price per user. Tiered pricing
applies to Customer Engagement Plan subscriptions, where Customer Engagement Plan and Dynamics
365 Plan seats both count toward Customer Engagement Plan tier qualification.
Additionally, customers may purchase Microsoft Relationship Sales solution with tiered pricing based on
number of users for the subscription offer.
Other considerations:
(i) Tiered pricing policies apply per customer tenant, and do not accumulate across tenants
(ii) Tiered pricing does not apply to Team Members, Operation Activity, any Dynamics 365
Application (e.g. Customer Service) subscriptions or Unified Operations Plan
(iii) Tiered pricing is not available in the Microsoft Online Subscription Program (MOSP), nor for
Academic or Charity pricing in any program
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 19
Dynamics 365 Device Subscription License
Dynamics 365 for Sales Device SL
With the Dynamics 365 for Sales device license, multiple users can access the Dynamics 365 for Sales
application through a shared device login. The use rights are equal to the that of the Dynamics 365 for
Sales User SL, except that access is limited to only the licensed device. Please note there is no Dynamics
365 Customer Engagement Plan device license. For a detailed view of the use rights associated with
Dynamics 365 for Sales device please refer to Appendix B.
Dynamics 365 for Customer Service Device SL
With the Dynamics 365 for Customer Service device license, multiple users can access the Dynamics 365
for Customer Service application through a shared device login. The use rights are equal to the that of the
Dynamics 365 for Customer Service User SL, except that access is limited to only the licensed device.
Please note there is no Dynamics 365 Customer Engagement Plan device license. For a detailed view of
the use rights associated with Dynamics 365 for Customer Service device please refer to Appendix B.
Dynamics 365 for Field Service Device SL
With the Dynamics 365 for Field Service device license, multiple users can access the Dynamics 365 for
Field Service application through a shared device login. The use rights are equal to the that of the
Dynamics 365 for Field Service User SL, except that access is limited to only the licensed device. Please
note there is no Dynamics 365 Customer Engagement Plan device license. For a detailed view of the use
rights associated with Dynamics 365 for Field Service device please refer to Appendix B.
Dynamics 365 for Operations Device SL
With the Dynamics 365 for Operations Device license, multiple users can use a device that is licensed with
a Dynamics 365 Operations device SL to operate a point of sale device, shop floor device, warehouse
device or store manager device. A single device can provide any of the following functionality in any
combination.
(i) “Point of Sale Device” means one device located in the Commerce location, used by any
individual, for completing customer facing sales of goods or services transactions.
(ii) “Store Manager Device” means one device located in the Commerce Location, used by any
individual, dedicated to performing the following tasks solely for that Commerce Location (i)
managing and replenishing inventory, (ii) balancing cash registers and processing daily receipts,
(iii) configuring and maintaining menu options displayed by the ISV Devices, (iv) purchasing
supplies and services required to run the Commerce Location operations, (v) managing
Commerce Location staff, (vi) processing reports required to analyze and manage Commerce
Location results, and (vii) managing master data related to Commerce Location operations.
(iii) “Commerce Location” or “Store” means a physical location (static or itinerant) operated by you
when closing goods or services transactions with customers.
(iv) “Shop Floor Device” means one device used for manufacturing shop-floor functions
(v) “Shop Floor Functions” means clock-in and clock-out, starting and finishing production jobs
(including project activities carried out on the shop floor), reporting progress, materials
consumption and completion, viewing documents and instructions related to production jobs,
and viewing worker holiday balances.
(vi) “Warehouse Device” means one device used for Warehousing Functions.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 20
(vii) “Performing Warehousing Functions” means receiving, putting-away, doing internal stock
transfers, picking, packing, capturing product attributes, and shipping goods plus performing
inventory count checks in the context of a warehouse management system and posting output
and materials consumption against production orders when captured as transfers of raw materials
and finished goods between a warehouse and a production line (all other types of transactions
are excluded).
Note: Dynamics 365 for Operations Device SL use rights are also available to Dynamics 365 for Operations
Activity users. When multiple users who only require these use rights work exclusively on shared devices,
it will generally be more cost effective to license those devices with the device SL. When a single user
utilizes one or more dedicated personal devices, it will be more cost effective to license that user with an
Activity USL.
Additional Services and Software Microsoft offers additional services and software that work in tandem with Microsoft Dynamics 365.
Dynamics 365 for Social
Engagement
Unified
Service Desk
Interactive
Services Hub
Voice of the
Customer
Mobile
Offline Gamification
Sales Enterprise 10K posts
/month*
+
Sales Professional ^
Marketing
Standalone
10K posts
/month*
Customer Service 10K posts
/month*
+
Field Service 10K posts
/month*
+
Project Service
Automation
10K posts
/month*
+
Team Members ^
*Unused posts expire at the end of the month and do not roll over to the next month
+Microsoft Dynamics 365 - Gamification Commissioner, Game Manager and Player rights
^Fan and Spectator rights
Microsoft Social Engagement
Microsoft Social Engagement provides volume and sentiment analysis of social networking data and is
recommended for sales, marketing and customer service workers interested in social media discussion of
their products, competitors and industry. Customers who need more than 10K posts per month per tenant
may purchase additional posts as a subscription add-on. For more details see Appendix F. Microsoft
Social Engagement functionality included with select Dynamics 365 applications:
(i) Social Listening
(ii) Social sentiment detection
(iii) Social analytics
(iv) Activity map
(v) Trend and post alerts
(vi) Private messages
(vii) Export widgets to Excel
(viii) Azure Event Hub integration*
(ix) Social insights
(x) Social Engagement
(xi) Social center: unlimited streams
(xii) Social center: sharing streams
(xiii) Social center: assign posts to user
(xiv) Link to Dynamics 365
(xv) Automation rules
(xvi) Intention analysis
*Note: Azure Event Hub functionality requires Azure subscription
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 21
Unified Service Desk for Microsoft Dynamics 365
Unified Service Desk for Microsoft Dynamics 365 (USD) consolidates numerous communication channels
(such as phone, chat, email, and social media) and relevant services into a single interface to enable
greater efficiency and productivity.
USD is not available as a standalone license. USD software is installed and run locally on the user’s device.
The use rights expire upon expiration of the qualifying User SL subscription term or Software Assurance
subscription. Only licensed users may use the software.
Interactive Service Hub
Interactive Service Hub provides a modern and intuitive end user experience for Customer Service and
knowledge management roles through an online user experience (UX) design. It unifies customer
interactions and pulls together all related information, enabling customers to be productive and view
what’s most relevant at all times. The interactive service hub includes a multi-stream dashboard where
users can view and act on their workload across multiple data streams as well as a single-stream
dashboard where users are provided an aggregate view of the workloads.
Voice of the Customer for Microsoft Dynamics 365
Voice of the Customer for Microsoft Dynamics 365 provides general sentiment, contextual feedback, and
transactional understanding based on insight captured through feedback and surveys. Customer feedback
is captured and leveraged to shape engagements with easy to use, mobile and touch-enabled
tools. Feedback is analyzed as part of a single customer record, enabling a direct response to a specific
customer concern, or as a whole, so that organizations can better understand their market and
programmatically respond to customer needs.
Voice of Customer capabilities are limited to a maximum of 200 concurrent surveys. Additional limitations
can be found here.
Dynamics 365 Mobile Offline
Dynamics 365 Mobile Offline capabilities enable offline entities, provides auto-reply for offline actions, a
strong security model and offline views and offline search.
Dynamics 365 - Gamification
The Dynamics 365 - Gamification service allows customers to incent their workers by turning work into
play via individual and team contests, as well as engaging the broader organization by enabling them to
build fantasy team competitions.
Role Use Rights
Included in Team Members and Sales
Professional
Included in select
applications
Spectator View results on leaderboards (web, mobile, and TV screens),
and chats with participants
Fan Draft personal Fantasy Teams, earn points, badges, and
trophies on team results
Player Play/compete in game (earn points, badges, and trophies)
and participate in Chat
Game Manager Setup games: define game model, metrics, positions, and
prizes
Commissioner Oversee games: admin, role management
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 22
Default Subscription Capacities Dynamics 365 will come with many great default features. We want to start by giving you a run through of
what will come standard when you start a subscription for either the Dynamics 365 Customer Engagement
Plan Business Applications, or the Unified Operations Plan Applications. We have broken this default
section down into all Customer Engagement Plan Business Applications, which will leverage the same
tenant and infrastructure will accrue across this one tenant. Unified Operations Plan Applications
leverages an entirely different tenant and will have its own set of default capabilities.
Customer Engagement Plan Business Applications
Customer Engagement Plan Business Applications share the same tenant and share infrastructure
capacity. If a customer purchases Dynamics 365 Plan they will obtain default access to both the Customer
Engagement Plan Business Applications and the Dynamics 365 Unified Operations Plan Application.
Default Instance per Tenant shared across all Customer Engagement Applications
Dynamics 365 for Production
Instance
Portal
Instance
Non-production
Instance
Dynamics 365
Portal^
Dynamics 365
Portal Page Views
Database
Storage
Sales Enterprise* 1 1 1 1 1 million/month 10GB
Sales Professional* 1 - - - - 10GB
Marketing
Standalone+
1 1 1 1 1 million/month 10GB
Customer Service* 1 1 1 1 1 million/month 10GB
Field Service* 1 1 1 1 1 million/month 10GB
Project Service Automation*
1 1 1 1 1 million/month 10GB
*Default instance and infrastructure capacity are shared per tenant, not cumulative +Marketing Attach licenses share default instance and infrastructure capacity per tenant, not cumulative ^Requires 5-seat minimum of Dynamics 365 Customer Engagement Plan, Customer Engagement Plan Business Applications or a
combination
Default Dynamics 365 Portal and Page Views
The Dynamics 365 Portal provides you the capability to extend your Dynamics 365 applications into
cloud hosted web portals, each of which is easily configurable for your employees, partners and
customers.
A Customer Engagement Plan Business Application subscription is required to administer and
configure the portal. Each portal may only be associated with one instance.
Effective August 1st, 2017, access to the first included portal for the tenant requires the purchase of a
minimum of 5 Full User licenses of Dynamics 365 Customer Engagement Plan, Dynamics 365
Customer Engagement Business Applications (Sales, Customer Service, Field Service or Project Service
Automation) or a combination. Existing customers are not impacted with this change until renewal.
New customers who need to purchase less than 5 users, may purchase the Portal “Add-on” (see
“Microsoft Dynamics 365 Add-on section” in Appendix F.
Note: Team Member Licenses will not contribute to the minimum user requirement.
Internal users indirectly accessing Microsoft Dynamics 365 application data via a portal are required to
have the appropriate Microsoft Dynamics 365 license.
Default Database Storage
The tenant for Customer Engagement Plan Business Application subscriptions includes by default 10
GB database storage as long at least one instance of the tenant is on v8.2.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 23
Additional storage capacity is granted at no charge as an organization increases the number of full
users and is accrued at the rate of 5GB for every 20 full users. For example, for every increment of 20
Dynamics 365 for Sales SLs, the included storage capacity increases by 5 GB. So, a customer with 20
Dynamics 365 for Sales SLs receives a default storage of 15 GB. The cap on the amount of free
storage that may be earned per tenant is subject to the technical limit of 30 TB.
The Customer Engagement Plan applications storage and the Dynamics 365 Unified Operations Plan
storage are not shared. See descriptions of the additional capacity Dynamics 365 Add-on in Appendix
F.
Figure 14: Database Storage Capacity
Dynamics 365 Unified Operations Plan Applications
Unified Operations Plan Applications share the same tenant and share infrastructure capacity. If a
customer purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement
Plan Business Applications and the Unified Operations Plan Applications.
Default Instance per Tenant shared across all Unified Operations Applications
Dynamics 365 for Production
Instance
Non-production
Instance Capacity
Database
Storage File Storage Capacity
Finance and Operations*^ 1 1 Sandbox Tier 1
1 Sandbox Tier 2 10K
100GB of file/Azure Binary
Large Objects (BLOBs)
Retail* 1 1 Sandbox Tier 1
1 Sandbox Tier 2 10K
100GB of file/Azure Binary
Large Objects (BLOBs)
*Default instance and infrastructure capacity are shared per tenant, not cumulative ^Dynamics 365 for Finance and Operations is only licensed with Dynamics 365 Unified Operations Plan subscriptions
Default infrastructure capacity for Dynamics 365 for Talent
Customers who purchase the full Talent User SL (5-seat minimum) are entitled to 2 identical
environments/ instances for the tenant (not per seat). At any given time, only one of the identical
instances may be in production but alternatively both instances may be in non-production (UAT, pre-
production). Dynamics 365 for Finance and Operations and Dynamics 365 for Retail sandbox and
database storage add-ons are not compatible with Talent. Additional instances cannot be added at
this time, but file and database storage can be extended by purchasing additional storage through
the PowerApps subscription that is included with the Dynamics 365 for Talent SKU. Dynamics 365 for
Finance and Operations and Dynamics 365 for Retail both only support a single production instance
per tenant. If multiple instances are needed each instance will need to reside on its own subscription
and tenant. Users must then be licensed separately for each of those instances.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 24
Default Production Instance
Each Dynamics 365 Unified Operations Plan subscription offers one production instance per tenant.
The production instance comes with disaster recovery and high availability. As a reminder, there is a
minimum of 20 Dynamics 365 Unified Operations Plan User SLs and/or equivalent Device SL per
tenant. 2.5 Device SLs are equal to 1 Dynamics 365 Unified Operations Plan User SL. For example, 25
device SLs plus 10 Unified Operations would meet the 20-user minimum. Also, the production
instance is monitored 24 X 7 for service health. To ensure the environment is used for live operations,
we will provision the production instance only after the implementation nears the ‘operate’ phase
after completion of the required activities in the Microsoft Dynamics Lifecycle Services (LCS)
methodology. See descriptions of the additional capacity Dynamics 365 Add-on in Appendix F.
Default Non-Production Instance Capacity
The Dynamics 365 Unified Operations Plan and Dynamics 365 for Retail Application will come with
one Sandbox Tier 1 and one Sandbox Tier 2 environment per customer. Additional non-production
instances can be purchased. Subscription duration requirements are determined by the licensing
program under which the sandbox is licensed. Short term subscriptions are available exclusively
through the MPSA licensing program. More information on MPSA is available here.
(i) Sandbox Tier 1: Developer Instance is provided for the life of the tenant. Additional
Developer Instances can be purchased separately as an optional add-on. This is a non-
production single box instance that customers can use to customize Dynamics 365 Unified
Operations Plan and unit test their changes. The Non-Production Developer Instance add-on
license does not include any incremental default storage capacity.
(ii) Sandbox Tier 2: Standard Acceptance Testing Instance is provided for the life of the tenant.
Additional Standard Acceptance Testing Instances can be purchased separately as an optional
add-on. This is a non-production multi-box instance that customers can use for User
Acceptance Testing, integration testing, and training. The Non-Production Standard
Acceptance Testing Instance includes 10 GB of default storage at no additional charge.
See descriptions of the additional capacity Dynamics 365 Add-on in Appendix F.
Default Database Storage
The tenant for the Dynamics 365 Unified Operations Plan and Dynamics 365 for Retail Application
subscriptions includes by default 10 GB database storage. Additional storage capacity is granted at no
charge as an organization increases the number of full users and is accrued at the rate of 5 GB for
every 20 Dynamics 365 Unified Operations Plan, Dynamics 365 Plan or Dynamics 365 for Retail users.
The Customer Engagement Plan application storage and the Dynamics 365 Unified Operations Plan
storage are not shared between them. See descriptions of the additional capacity Dynamics 365 Add-
on in Appendix F.
Figure 15: Database Storage Capacity
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 25
Default File Storage Capacity
Each Dynamics 365 Unified Operations Plan or Dynamics 365 for Retail application customer will
receive 100 GB of file/Azure Binary Large Objects (BLOBs) cloud storage for files and binary data.
Additional file storage if required can be purchased separately. See descriptions of the additional
capacity Dynamics 365 Add-on in Appendix F.
Microsoft PowerApps PowerApps and Microsoft Flow capabilities are included in Dynamics 365 subscriptions, allowing users to
create and run applications and flows based on Dynamics 365 data. Dynamics 365 Applications (except
Dynamics 365 for Marketing) and Plans include PowerApps Plan 2, which provides users full create and
run capabilities across data sources including the ability to model business data in the Common Data
Service (CDS).
Microsoft Power BI in Dynamics 365 Dynamics 365 Unified Operations Plan and Dynamics 365 Plan users are not provided with any standalone
or general-purpose Power BI license or use rights. Customers who require Power BI Pro will need to
license and pay for it separately.
The Dynamics 365 Unified Operations applications themselves may embed Power BI content within the
service User Interfaces. This is simply a product feature, and no Power BI licensing is required to access
this content. Please consult the Dynamics 365 roadmap for more information on this feature.
Dynamics 365 Customer Engagement Plan and Customer Engagement Plan Business Application
subscriptions include an option to embed Power BI content as a product feature but require users to
subscribe to Power BI (free user or Power BI Pro depending on content) separately to configure access to
this content. More details are available in this article.
Visual Studio subscriptions Dynamics 365 Unified Operations Plan development requires a Visual Studio Professional for standard
development, customization and extension activities. However, if you want to run performance and load
tests, you will need Visual Studio Enterprise. Please note that Visual Studio licenses are not included as
part of the Dynamics 365 Unified Operations Plan subscription licenses and must be acquired separately.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 26
Microsoft Dynamics Lifecycle Services Microsoft Dynamics Lifecycle Services (LCS) provides a cloud-based collaborative workspace shared
between customers and partners that helps organizations improve the predictability and quality of their
Unified Operations Plan Applications implementation by simplifying and standardizing the
implementation process to realize business value faster. Once you sign up for Microsoft Dynamics 365
Unified Operations Plan, you are provided with a project workspace including methodologies and services
that help you manage the service lifecycle. LCS provides a variety of services to assist and help customers
navigate through the various phases of the project including: (i) defining your business processes and any
customization needed, (ii) develop additional functionality using best practices, and (iii) help operate their
environment to reduce the time it takes to resolve issues to realize greater return on investment, while
reducing the total cost of ownership.
Free Trial
Customer Engagement Plan Business Application Trial
You can sign-up for a free 30-day trial of Microsoft Dynamics 365 Customer Engagement Plan Business
Applications for up to 25 users through Microsoft Online Services. At any time during your trial you can
activate your subscription and keep your data and customizations. Get details at
https://www.microsoft.com/en-us/dynamics365/home.
Dynamics 365 for Finance and Operations Trial
You can sign-up for a free 30-day trial of Dynamics 365 for Finance and Operations through a simple
email signup. The trial version of Dynamics 365 for Finance and Operations includes a Getting started
guide that provides a step-by-step task guide, which allows you to view specific scenarios in action. The
product is available to explore and exercise scenarios. Demo data is included to ease the use of the
product and to make the experience more meaningful. A buy experience can be initiated at that time to
complete the purchase. Get details at www.microsoft.com/en-us/dynamics365/operations.
Note: Support included for Trial is the same as what customers receive when purchasing Microsoft
Dynamics 365 services. Premium level support options are not available for purchase during the trial
period.
Dynamics 365 Support Policies Microsoft guarantees support in International English and provides local language support in select
markets around the world wherever possible.
(i) Technical support is included in the online subscriptions when a customer chooses to deploy
online (Volume Licensing and Web Direct. CSP support is though partner).
(ii) If a customer chooses to deploy with dual-use rights, Microsoft Technical support will assist with
support issues resulting with the deployment of dual use rights, however, support is not included
for the on-premises deployment.
(iii) Support offerings for on-premises are sold separately when a customer chooses to deploy on-
premises. The customer has the following options:
a. Seek support from their partner
b. Purchase professional support incidents from support.microsoft.com to get support directly
from Microsoft
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 27
Response times for technical support incidents vary by case severity. Definitions are included in Appendix
G. More information about Microsoft Dynamics 365 Support options can be viewed here.
Premium Support offerings will be available for purchase only for customers enrolled in MOSP, EA, MPSA,
EAS, and EES licensing programs
Customers may not mix and match support offerings, Subscription (included with Dynamics 365
subscription and trials), Enhanced or Professional Direct Support rights require each user licensed with
Microsoft Dynamics 365 to also be licensed for that support option.
Professional Direct purchase requirement is $180USD per month (equivalent to 20-seats) for Dynamics
365 Customer Engagement and Unified Operations Plans and Applications, and $300USD per month
(equivalent to 20-seats) for Dynamics 365 Plan. When purchasing through Volume Licensing, ensure the
minimum threshold is entered when placing the order.
Subscription Support Plan
The benefits included in the Subscription Support Plan are applicable for customers who license Microsoft
Dynamics 365.
The benefits included in the Subscription are:
(i) Unlimited Break/Fix Support
(ii) CustomerSource
(iii) Microsoft Dynamics Community
(iv) “Getting Started Catalog” and Self-Help Resources
Enhanced Support Plan
Enhanced Support includes all the Support Subscription Plan benefits, plus,
Unlimited Access to Online Training:
(i) E-learning
(ii) Training Materials
(iii) Learning Plans
Response time for Severity A cases less than two hours for Severity A, four hours for Severity B, and 8
hours for Severity C. Case Severity definitions are included in Appendix G.
Professional Direct Services
Professional Direct Services includes all the Support Subscription Plan benefits, plus:
Response time for Severity A cases less than one hour, two hours for Severity B, and 4 hours for Severity
C. Case Severity definitions are included in Appendix G.
24x7 Support: Available for Severity A cases only. Direct access to tier 2 escalation engineers.
Service Delivery Management
• Escalation Specialists
• Red Carpet Welcome
• Light Advisory Services
• Release Upgrade Readiness
• Monthly Review
• Service Interruption Handling
• Case Wellness
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 28
• Product Onboarding Assistance
• Ask the Expert Webinars
Premier Support Services Premier Support is a comprehensive support solution for your large business that helps reduce costs,
enhance productivity, and use technology to realize new business opportunities for any stage of the IT
lifecycle.
(i) Proactive services help maintain and improve health of your customers’ IT infrastructure and
operations.
(ii) Service Delivery Management facilitates planning and implementation
(iii) Prioritized 24x7 problem resolution services provide rapid response to minimize downtime
(iv) Exclusive access to advanced technical training to improve IT staff productivity
(v) Customized support service add-ons available to meet the specific support needs of your
business
For more information, visit Premier Support Services.
Links for Additional Information Microsoft Dynamics 365
Online Licensing Guides:
Microsoft Dynamics AX
Microsoft Dynamics CRM
On-premises Licensing Guides:
AX 2013 R3
CRM 2016
Dynamics 365 On-premises
https://www.microsoft.com/en-us/dynamics/erp-ax-overview.aspx
http://aka.ms/s201h6
http://aka.ms/gtn5wt
http://aka.ms/Jswgcc
http://aka.ms/kn26ux
https://www.microsoft.com/en-us/dynamics365/pricing
Microsoft Dynamics Blog https://community.dynamics.com/b/msftdynamicsblog
Microsoft Volume Licensing www.microsoft.com/licensing
Software Assurance http://www.microsoft.com/licensing/software-assurance/default.aspx
Activate Software Assurance Benefits https://www.microsoft.com/en-us/Licensing/existing-customer/product-
activation.aspx
Microsoft License Advisor http://www.microsoft.com/licensing/mla/default.aspx
Microsoft Dynamics Online Support http://www.microsoft.com/en-us/dynamics/dynamics-online-support.aspx
CustomerSource https://mbs.microsoft.com/customersource/
Microsoft Downloads Center
Cloud Solution Provider Program
(MPN)
http://www.microsoft.com/downloads
https://mspartner.microsoft.com/en/us/Pages/solutions/cloud-reseller-
overview.aspx
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 29
Appendix A: Key Team Members Features Below are the details around the Team Members license. Note that there is only one Dynamics 365 for
Team Members license which provides access to both Dynamics 365 Customer Engagement Plan Business
Application and Dynamics 365 Unified Operations Plan features. The table calls out which Application to
which a given feature applies. Additional details on Customer Engagement Plan Business Application
functionality for Team Members is also shown in Appendix B.
Access Rights Description
Customer
Engagement
Plan Business
Applications
Unified
Operations
Plan
Application
Access Access Anywhere: Web App, Mobile App, Tablet App, via Outlook ⚫
General
System Use
Use Relationship and Connections between records ⚫
Run as an On-demand process*, Run an Automated Workflow* ⚫
Saved views, personal views ⚫
Search, Advanced Find Search ⚫
Export data to Microsoft Excel, Perform Mail Merge ⚫
Read Full Read across all Dynamics 365 Applications ⚫ ⚫
Edit/Actions
Accounts & Contacts, Activities & Notes, Shared Calendar, Announcements ⚫
Knowledge Management, Interactive Service Hub for KM, User
Dashboards/Reports
⚫
Time & Expense, Apply for Project ⚫
Collaboration experience: Activity Feeds & Yammer Integration ⚫
Use a Queue Item, start dialog* ⚫
Custom Entities* ⚫
Record time and Expenses (including for projects) ⚫ ⚫
Manage personal info ⚫ ⚫
Manage direct reports and candidates ⚫
Create requisitions ⚫
Create and edit quality control ⚫
Create and edit service orders ⚫
Approval Time, Expense and Invoices ⚫
Special
Portal Only
Items
Employee Self Service: Via Web Only: Start Personal Support Chat & Cases ⚫
Respond to Voice of the Customer Surveys ⚫
Non-Employee, Non-Outsourced users: Create & Update Opportunities,
update work orders ⚫
Platform PowerApps for Team Members ⚫ ⚫
*Actions can be performed only against records corresponding to entities included in the use rights
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 30
Appendix B: Customer Engagement Plan Applications The following tables lists the use rights corresponding to the User Subscription Licenses (User SLs) and
applicable Device Subscription Licenses available in Microsoft Dynamics 365 Customer Engagement Plan
Business Applications.
Please note a full user license (Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for
Field Service, Dynamics 365 for Project Service Automation) is required to enable much of the functionality of
Team Members due to the need to configure and administer the services. A Plan subscription is the most cost-
effective option to provide ultimate flexibility for a user to administer and configure more than one Dynamics
365 application.
Since Marketing is an organization-based license, “For App” refers to access or execution allowed in the context
of Marketing Application alone. If user is also licensed with Team Member or other Dynamics 365 Application
licenses, they will continue to have the rights associated with the license type.
Bullets indicate full create, read, update, delete access unless otherwise indicated.
Use Rights Team
Members
Sales
Enterprise
Customer
Service
Field
Service
Project
Service
Automation
Marketing
Dynamics 365 Unified Operations Plan
functionality: Record Time & Expense;
create requisitions; manage budgets;
approval of Operations time, expense
& invoices; edit & respond to inquiries
for: quality control, service orders
⚫ ⚫ ⚫ ⚫ ⚫
Accounts and Contacts ⚫ ⚫ ⚫ ⚫ ⚫ For App
Associate a Marketing List with an
Account or Contact ⚫ ⚫ ⚫ ⚫ ⚫ For App
Activities and Notes ⚫ ⚫ ⚫ ⚫ ⚫ For App
Post & follow activity feeds ⚫ ⚫ ⚫ ⚫ ⚫ For App
Yammer collaboration* ⚫ ⚫ ⚫ ⚫ ⚫
Use a queue item ⚫+
⚫+
⚫+
⚫+
⚫+
For App
Start dialog ⚫+
⚫+
⚫+
⚫+
⚫+
For App
Shared Calendar ⚫ ⚫ ⚫ ⚫ ⚫ For App
View Announcements ⚫ ⚫ ⚫ ⚫ ⚫ For App
Run as an on-demand process ⚫+
⚫+
⚫+
⚫+
⚫+
For App
Run an automated workflow ⚫+
⚫+
⚫+
⚫+
⚫+
For App
Use relationships and connections
between records ⚫
+ ⚫
+ ⚫
+ ⚫
+ ⚫
+ For App
Write custom entity records ⚫^ ⚫
^ ⚫^ ⚫
^ ⚫^ For App
Read custom entity data ⚫ ⚫ ⚫ ⚫ ⚫ For App
Personal views; Saved Views ⚫ ⚫ ⚫ ⚫+
⚫ For App
Search & Advanced find search ⚫ ⚫ ⚫ ⚫+
⚫ For App
Export data to Microsoft Excel ⚫ ⚫ ⚫ ⚫ ⚫ For App
Perform mail merge ⚫ ⚫ ⚫ ⚫ ⚫ For App
Dynamics 365 Mobile Client Application ⚫ ⚫ ⚫ ⚫ ⚫ For App
Microsoft Dynamics 365 for iPad &
Windows ⚫ ⚫ ⚫ ⚫ ⚫ For App
Microsoft Dynamics 365 for Outlook ⚫ ⚫ ⚫ ⚫ ⚫ For App
Microsoft Dynamics 365 Web application ⚫ ⚫ ⚫ ⚫ ⚫ For App
Read All Dynamics 365 application data ⚫ ⚫ ⚫ ⚫ ⚫ For App
Portal or API access Only: Employee Self
Service: Submit cases and update Cases
user has submitted (as a support
client/customer)
⚫ ⚫ ⚫ ⚫ ⚫
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 31
Use Rights Team
Members
Sales
Enterprise
Customer
Service
Field
Service
Project
Service
Automation
Marketing
Chat with support team (as chat client for
self-service, requires 3rd party solution) ⚫ ⚫ ⚫ ⚫ ⚫
Portal or API access Only/Non-
Employees Only: Update Work Orders ⚫ ⚫ ⚫ ⚫ ⚫
Portal or API access Only/ Non-
Employees Only: Create & Update
Opportunities
⚫ ⚫ ⚫ ⚫ ⚫
Add or remove a Connection
(stakeholder, sales team) for an Account
or Contact
⚫ ⚫ ⚫ ⚫ ⚫
Create and update announcements ⚫ ⚫ ⚫ ⚫ ⚫
Submit Time & Expense for Project
Service Automation ⚫ ⚫ ⚫ ⚫ ⚫
Update Project Tasks for Project Service
Automation ⚫ ⚫ ⚫ ⚫ ⚫
Update Own Resource Competencies for
Project Service Automation ⚫ ⚫ ⚫ ⚫ ⚫
Apply for Open Project Position for
Project Service ⚫ ⚫ ⚫ ⚫ ⚫
Project Finder Mobile Application ⚫ ⚫ ⚫ ⚫ ⚫
Read user reports, charts, and
dashboards ⚫ ⚫ ⚫ ⚫ ⚫ For App
Create, update, customize, and run
Reports ⚫ ⚫ ⚫ ⚫ ⚫ For App
Microsoft Project Online Essentials~ ⚫ ⚫ ⚫ ⚫ ⚫
Interactive Service Hub ⚫ ⚫ ⚫ ⚫ ⚫
Create, Publish, Configure
Knowledgebase ⚫ ⚫ ⚫ ⚫ ⚫
Dynamics 365 - Gamification Fan &
Spectator ⚫ ⚫ ⚫ ⚫ ⚫
Embedded PowerApps (Includes Flow) ⚫ ⚫ ⚫ ⚫ ⚫
User Interface integration for Microsoft
Dynamics 365 ⚫ ⚫ ⚫ ⚫ ⚫ ⚫
Import data in bulk For App For App For App For App For App
Configure auditing For App For App For App For App For App
Configure duplicate-detection rules For App For App For App For App For App
Define connections and relationships
between entities For App For App For App For App For App
Define and configure queues For App For App For App For App For App
Define and configure dialogs For App For App For App For App For App
Define and configure workflows For App For App For App For App For App
System reports, charts, and dashboards For App For App For App For App For App
Customize forms and views For App For App For App For App For App
Create Dynamics 365 forms, entities, and
fields For App For App For App For App For App
Administer Dynamics 365 For App For App For App For App For App
Dynamics 365 - Gamification Player &
Admin ⚫ ⚫ ⚫ ⚫
Microsoft Social Engagement ⚫ ⚫ ⚫ ⚫ ⚫**
Voice of Customer ⚫ ⚫ ⚫ ⚫ ⚫**
Full Mobile Offline sync ⚫
Email and Word Templates ⚫ ⚫ ⚫ ⚫ ⚫
Lead Management ⚫ For App
Opportunities ⚫
Qualify and convert a Lead to an
Opportunity ⚫
Convert an activity to an Opportunity ⚫
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 32
Use Rights Team
Members
Sales
Enterprise
Customer
Service
Field
Service
Project
Service
Automation
Marketing
Competitors ⚫
Product families ⚫
Price lists ⚫
Quotes ⚫
Orders ⚫
Invoices ⚫
Goals ⚫
Territories ⚫
Embedded intelligence
Relationship assistance, auto capture,
email engagement
⚫
Sales literature ⚫ ⚫
Marketing Lists ⚫ ⚫
Quick campaigns ⚫ ⚫
Marketing campaigns ⚫ ⚫
Define and configure business units ⚫ ⚫
Define and configure teams ⚫ ⚫
Unified Service Desk for Microsoft
Dynamics 365 ⚫ ⚫
Case management:
Create, read, update, reassign, add to
queue, route, resolve, and delete cases
⚫ ⚫
Convert an Activity to a Case ⚫
Contract templates ⚫
Contracts ⚫
Configure SLA policies ⚫
Entitlements ⚫
Facilities/Equipment ⚫
Define and configure services, resources,
and work hours ⚫
Work Orders ⚫
Schedule & Dispatch capabilities: use
Scheduling Assistant, Drag & Drop
Assignment, update resource bookings ⚫
Configure and View Schedule Board ⚫
Service Agreements ⚫
Purchase Orders ⚫
Invoices ⚫
Customer Assets ⚫
Inventory Management ⚫
Create and manage Repairs and Returns
(RMA/RTV) ⚫
Manage Resource Schedule Optimization ⚫
Manage Resources (facilities, equipment,
people), territories and work hours ⚫
Field Service Mobile Application ⚫
Projects ⚫
Project Expenses and Project Estimates ⚫
Resource Availability View and Resource
Schedule Management ⚫
Project Price Lists ⚫
Project Contracts ⚫
Project Invoices ⚫
Approve Project Transactions ⚫
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 33
Use Rights Team
Members
Sales
Enterprise
Customer
Service
Field
Service
Project
Service
Automation
Marketing
Manage Services, Resources, Work
Hours, and Competencies ⚫
Microsoft Project Online Premium~ ⚫
Email Marketing Max 10X
contacts
Lead Scoring For App
Active Segments Max 100
Multi-Channel Campaign Management
(Customer Journeys, Marketing Pages,
etc.)
⚫
Event Management ⚫
Connector for LinkedIn Lead Gen Forms ⚫
*Use of Yammer within the Microsoft Dynamics 365 requires a Yammer Enterprise license (acquired separately)
+Actions can be performed only against records corresponding to entities included in the use rights ^Custom entities (either based on entities included in Microsoft Dynamics 365 or created by a customer or partner) may require a
higher CAL or User SL, depending on the required access. Customizations can only be performed against entities included in the
use rights
~Microsoft Project Online use rights governed by Microsoft Project Online licensing. https://products.office.com/en-
us/project/compare-microsoft-project-management-software
**Marketing standalone only
‘For App’ means that the use right in question is applicable only for the licensed application and not other applications
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 34
Appendix C: Dynamics 365 for Sales Features
Features Description
Sales
Professional
per user
Sales
Enterprise
per user
Sales Management
Lead and opportunity management ⚫ ⚫
Marketing lists, sales campaigns ⚫ ⚫
Product, product bundles, price lists ⚫ ⚫
Quotes, orders, invoices ⚫ ⚫
Competitors, sales goals, territory management, ⚫
Product families, product relationships ⚫
Hierarchies ⚫
Social Engagement ⚫
Gamification ⚫
Voice of Customer ⚫
Mobile offline sync ⚫
PowerApps for Dynamics 365 included
Dynamics 365 for Sales
embedded intelligence ⚫ (new)
Case for Sales Create, read, update, reassign, add to queue, route, resolve,
convert an activity to a case, and delete cases^ ⚫ (new) ⚫ (new)
Customization in application
module
Custom entities* max 15+ unlimited
Business Process Flows* max 5+ unlimited
Custom Workflows* max 15+ unlimited
3rd Party Application Installs max 10+ unlimited
Forms per entity max 2+ unlimited
Team Members Functionality: Accounts, Contacts, Activities, Knowledge, etc. ⚫ ⚫
Custom Entities* ⚫ ⚫
Reporting and analysis
Export to Microsoft Excel, Advanced Analytics with Power BI
license ⚫ ⚫
Real-time sales reports and dashboards max 5
+ report
customizations
standard &
custom R/D
and SRS
reports
*3rd Party solutions added from AppSource do not count against this limit. Limit to size of 3rd party solution installs
^This does not include hierarchies and SLAs available with Dynamics 365 for Customer Service application +Per instance, not cumulative
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 35
Appendix D: Dynamics 365 Unified Operations Plan
Security Roles by User SL Level
Overview of Security Roles Providing users with access to the solution functionality is done by assigning each user one or more
Security Roles. Microsoft Dynamics 365 Unified Operations Plan Security Roles combine meaningful
packages of solution functionality and access rights required to perform actions relevant to that role.
Figure 16: Assigning a Security Role to a user provides access to solution functionality
To make it easier to understand the licenses required, each Microsoft Dynamics 365 Unified Operations
Plan Security Role has a pre-determined user type. When you assign Security Roles to users, you then
know what User SL those users require.
For example, in a manufacturing organization, the Accountants and Field Service Technicians require
different use rights. By assigning those user groups to the appropriate Security Role, they get the
functionality they need, and you know the User SL type that is required.
Notes:
• Customers can assign multiple Security Roles to one user, in which case the highest User SL type required
covers all the user rights.
• Customers have the flexibility to configure or customize Security Roles. This may impact the license required
for the new/modified Security Roles. Please refer to the Appendix D for more information about how such
customization can impact licensing requirements.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 36
Out of the box security roles for Dynamics 365 Unified Operations Plan
Role Description User SL
Talent Team
Members Activity
Unified
Operations Plan
or Talent
Contractor Worker in contractor relationship with legal entities ● ● ●
Employee Worker in employment relationship with legal entities ● ● ●
Pending worker Worker in pending employment relationship with legal
entities ● ● ●
Manager Supervisor in reporting relationship with subordinates ● ● ●
Compensation and
benefits manager
Documents compensation and benefit events, responds to
compensation and benefit inquiries and records the financial
consequences of compensation and benefit events
●
FMLA administrator Information and functionality around managing employees
who are out an FMLA leave ●
Human resource
assistant
Documents human resource events and responds to human
resource inquiries ●
Human resource
manager
Periodically reviews human resource process performance
and enables the human resource process ●
Payroll administrator Documents payroll events, responds to payroll inquiries and
records the financial consequences of payroll events ●
Payroll manager Authorizes activity in the payroll process ●
Recruiter Documents recruiting events, responds to recruiting inquiries
and records the financial consequences of recruiting events ●
Training manager Documents training events, responds to training inquiries
and records the financial consequences of training events ●
Retail Team
Members Activity
Unified
Operations Plan
or Retail
Retail warehouse clerk The retail warehouse clerk performs picking, receiving, and
stock counting in a store or warehouse ● ● ●
Retail store manager
The retail store manager performs store management
functions at the store, such as managing sales reports,
inventory movements, and inventory counts
● ●
Retail warehouse
manager
Manages order picking, shipping and receiving for retail
channels ● ●
Retail catalog manager At the head office, the retail catalog manager maintains and
publishes retail catalogs ●
Retail merchandising
manager
At the head office, the retail merchandising manager
maintains and replenishes retail products and assortments ●
Retail operations
manager
At the head office, the retail operations manager is
responsible for all non-merchandising operations, such as
configuring stores, registers, and staff
●
Retail service Retail service account ●
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 37
Retail store IT Performs retail point of sale client configuration and
installation at the retail store level ●
C-Suite Team
Members Activity
Unified
Operations Plan
Chief executive officer Reviews the financial and operational performance ● ●
Chief financial officer Reviews the financial performance ● ●
Budgeting Team
Members Activity
Unified
Operations Plan
Budget contributor
Create, update and approve departmental budget plans. ● ● ●
Budget clerk Documents budget events and responds to budget inquiries ● ●
Budget manager Reviews budget process performance and enables the
budget process ●
Financials and
Accounting
Team
Members Activity
Unified
Operations Plan
Positive pay clerk Document accounts payable positive pay events ● ● ●
Accountant Documents accounting events and responds to accounting
inquiries ●
Accounting manager Reviews accounting, customer invoice, vendor invoice, and
payment process performance and enables those processes ●
Accounting supervisor Reviews accounting process performance and enables the
accounting process ●
Accounts payable
centralized payments
clerk
Documents accounts payable centralized payment events
and responds to centralized payment inquiries ●
Accounts payable clerk Documents vendor invoice events and responds to vendor
inquiries ●
Accounts payable
manager
Reviews vendor invoice process performance and enables the
vendor invoice process ●
Accounts payable
payments clerk
Documents accounts payable payment events and responds
to payment inquiries ●
Accounts receivable
centralized payments
clerk
Documents accounts receivable centralized payment events
and responds to centralized payment inquiries ●
Accounts receivable
clerk
Documents customer invoice events and responds to
customer inquiries ●
Accounts receivable
manager
Reviews customer invoice process performance and enables
the customer invoice process ●
Accounts receivable
payments clerk
Documents accounts receivable payment events and
responds to payment inquiries ●
Auditor
This role is designed for in-house or external auditors. It
provides read-only access to a majority of the system. It is
also used for audit policy management
●
Collections agent Documents collections events and responds to collections
inquiries ●
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 38
Collections manager Reviews collections process performance and enables the
collections process ●
Financial controller Reviews all accounting process performance and enables
those processes ●
Tax accountant Documents fiscal events and responds to fiscal inquires ●
Tax engine developer Create and manage taxable document model mappings. ●
Tax engine functional
consultant
Create and manage generic tax engine components (taxable
document and tax document) ●
Treasurer Documents treasury events and responds to treasury
inquiries ●
Project Management Team
Members Activity
Unified
Operations Plan
Project manager, Public
sector
Inquire into Purchase order to invoice progress for public
sector ● ● ●
Project timesheet
delegate Enables creation and approval of project timesheets ● ● ●
Project timesheet user Enables creation and approval of project timesheets ● ● ●
Project assistant Documents project accounting process events and responds
to project accounting process inquiries ● ●
Project manager
Documents the project forecast/budget events and responds
to project forecast/budget inquiries. Maintains project
accounting master information and responds to project
accounting master information inquiries. Authorizes project
accounting process events
● ●
Resource manager Maintains project resource tasks ● ●
Project accountant Maintains project accounting policies ●
Project supervisor Enables and reviews the project accounting process ●
Procurement Team
Members Activity
Unified
Operations Plan
Vendor contact
Views and responds to purchase orders through Vendor
Collaboration, for the vendor accounts where the user is a
contact person
● ● ●
Buying agent Documents purchase events and responds to purchase
inquiries ● ●
Vendor account
manager Documents vendor events and responds to vendor inquiries ● ●
Purchasing agent
Documents request for quotation events and responds to
request for quotation inquiries. Documents purchasing
events and responds to purchasing inquiries. Maintains
purchasing agreements and vendor master information.
●
Purchasing agent -
Public Sector
Documents request for quotation events and responds to
request for quotation inquiries. Documents purchasing
events and responds to purchasing inquiries
●
Purchasing manager
Reviews purchasing process performance and enables the
purchasing process. Maintains purchasing agreements and
vendor master information.
●
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 39
Sales Team
Members Activity
Unified
Operations Plan
Sales clerk Documents sales events and responds to sales inquiries ● ●
Sales representative Documents sales events and responds to sales inquiries ● ●
Sales manager Reviews sales process performance and enables the sales
process ●
Customer Service Team
Members Activity
Unified
Operations Plan
Customer service
representative
Documents customer service events and responds to
customer service inquiries. ● ●
Customer service
manager
Reviews customer service process performance and enables
the customer service process ●
Marketing Team
Members Activity
Unified
Operations Plan
Marketing coordinator Produces and distributes marketing materials ●
Marketing manager Manages product marketing ●
Field Service Team
Members Activity
Unified
Operations Plan
Field service technician Visits customers in the field to perform service orders ● ● ●
Service dispatcher Organizes the service technicians and prioritizes service
orders ● ● ●
Service delivery
manager Reviews and enables the service order process ●
Transportation Team
Members Activity
Unified
Operations Plan
Transportation
coordinator
Enables inbound, outbound, rating, routing, and handling of
transportation process ●
Transportation logistics
manager
Set up, maintain, and configure the network planning that
are used in transportation management processes ●
Manufacturing Team
Members Activity
Unified
Operations Plan
Lean waterspider Responds to inventory needs on the production line ● ● ●
Time registration user Worker enabled to use advanced features for time
registration ● ● ●
Machine operator Works on production orders and makes registrations in
Manufacturing execution ● ●
Shop supervisor
Reviews the time registration process and maintain
corrections. Authorizes production feedback registrations
and responds to inquiries from production.
● ●
Production manager Reviews the production plan and ensures the proper
resources are available ●
Production planner Schedules and plans productions ●
Production supervisor Enables the production process. Ensures the day-to-day
execution of orders/jobs so Machine operators know what to ●
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 40
work on, who is available and can respond to the main
requests from Machine operator.
Distribution Team
Members Activity
Unified
Operations Plan
Receiving clerk Documents receiving operation events and responds to
warehouse receiving operation inquiries ● ●
Shipping clerk Documents shipping operation events and responds to
warehouse shipping operation inquiries ● ●
Warehouse worker Documents warehouse operation events and responds to
warehouse operation inquiries ● ●
Materials manager
Enables and reviews processes, maintains master data, and
responds to inquiries within logistics and material
management.
●
Warehouse manager
Enables and reviews processes, authorizes recordings,
maintains master data, and responds to inquiries within
warehouse management
●
Warehouse planner
Plans and authorizes warehouse work. Maintains warehouse
planning master information and responds to warehouse
work planning inquiries.
●
Cost Accounting Team
Members Activity
Unified
Operations Plan
Cost object controller Monitors monetary and non-monetary performance of
assigned cost objects. ● ● ●
Cost accountant
Implements dimensions, policies, and reporting structures
according to the strategy set by the Cost accounting
manager
●
Cost accountant clerk Performs repetitive tasks aligned with predefined policies
and reporting structures ●
Cost accounting
manager
Sets the overall strategy for how cost accounting is
performed in the Enterprise. ●
Inventory accountant
Documents costs, inventory valuations, and cost accounting
events. Responds to costs, inventory valuations, and cost
accounting events inquiries.
●
Inventory accountant
clerk
Authorizes and maintains costs, inventory valuations, and
cost accounting calculations. Responds to costs, inventory
valuations, and cost accounting inquiries.
●
Engineering Team
Members Activity
Unified
Operations Plan
Product designer Designs new and modifies existing BOM structures ●
Product design
manager Reviews and authorizes product BOM structures ●
Process engineer Defines processes to make new products ●
Process engineering
manager Reviews and authorizes new production processes ●
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 41
Quality Control Team
Members Activity
Unified
Operations Plan
Quality control clerk Documents quality control events and responds to quality
control inquiries ● ● ●
Quality control
manager
Enables and reviews processes, maintains master data, and
responds to inquiries within quality control ●
Administrator Team
Members Activity
Unified
Operations Plan
System user System role for all users ● ● ●
Data management
operation user
Provides access to all data management workspace menu
items. Note that this role does not control access to any of
the entity privileges that are required to actually perform the
data operation. As such this role can be assigned to any
other application role for users that require access to specific
entity sets or can be added to any custom roles where users
can simply only perform data activities for a restricted set of
entities
● ● ●
Data management
administrator
Super user for the data management activities in the system.
In addition to the capabilities of the
DataManagementMigrationUser and
DataManagementOperationsUser, this role provides access
to the DataManagementITWorkspace - an operational
workspace to monitor all data management activities
●
Data management
migration user
User that controls permission to all entities in the system.
This role is extended in all models where entities exist and
need to be provisioned for data management activities for
users. The current pattern is to create - per Entity View and
Maintain privileges and then add it to the entity's category
bound View and Maintain duties defined in that model.
These duties are all part of the
DataManagementMigrationUser extension that will be
defined in the model.
●
Electronic reporting
developer Maps database to adversary data models ●
Electronic reporting
functional consultant Maps data models to formats ●
System administrator System Administrator role for Dynamics AX ●
System document
branding administrator
Controls access to the Document Branding Management
forms ●
Security administrator
Maintains user and security setup in Microsoft Dynamics AX,
grants the ability to create and maintain security roles, duties,
and privileges and the ability to assign users to roles, define
role assignment rules, and maintain data security policies
●
Information technology
manager
Maintains servers and software for Microsoft Dynamics AX.
Maintains and configures settings for batch servers, load
balancing, databases, Enterprise Portal, Services, and
Workflow
●
Note: Management Reporter functionality is included in the Microsoft Dynamics 365 Unified Operations Plan. To get
the use rights, the Management Reporter Designers require an Operations App and Management Reporter Viewers
require a Team Member.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 42
Appendix E: Operations Customization and Licensing
Requirements Microsoft Dynamics 365 Unified Operations Plan is fully customizable to provide customers with the right
experience for every user. Microsoft Dynamics 365 Unified Operations Plan has over 10,000 Menu Items
which are mapped to the three user types. To make it faster and easier to deploy the solution and
determine licensing requirements, these Menu Items are associated with certain Security Roles.
The required SL for a given user is determined by the highest user type classification of the Menu Items to
which the user will have access. For example, if you assign an Accountant to a Role that includes access to
a Menu Item classified as “Operations App”, then that person requires a Dynamics 365 for Operations SL.
Menu items that are classified at the “Team Members” level are available to all users to which you have
assigned a Team Members User or higher level User.
For an even better fit in their organizations, customers can change which actions may be performed by
specific individuals or Roles. When customizing, it is important to remember that the license required is
determined by the highest-level Menu Item to which that individual has access.
Assigning Multiple Roles to a Single User
The straight forward way to customize which actions a specific employee may perform in Microsoft
Dynamics 365 Unified Operations Plan is by assigning multiple Roles to that employee. For example, an
employee could be assigned both the Customer Service Rep and the Field Technician Roles and could
therefore perform actions associated with both Roles. In this case, the employee would still only need a
single User SL. Since the Customer Service Rep Role is designated at a higher user type level (Operations)
than the Field Technician Role (Team Members), the employee would only need the Dynamics 365 Unified
Operations Plan User SL to perform actions associated with both Roles.
Changing Menu Items Associated with a Role
Another way to customize what actions users may perform is by changing which Menu Items are
associated with a Role. For example, if a customer wants everyone who is assigned the Field Technician
Role to be able to also approve posting of service orders (which is designated as an Operations level
action), then they can customize the Role to include the “Approve posting of service order” Menu Item.
Because the required SL is determined by the highest-level action the user may perform, all users
assigned to the Field Technician Role would then require the Operations User SL.
Changing Menu Items Associated with an Individual
Further, customers may assign specific actions to specific users. Following the example above if the
customer has 20 employees assigned to the Field Technician Role and wants to allow only five of those
employees the ability to approve posting of service orders, they may assign the “posting of service order”
Menu Item to those five individuals. Those five individuals would then require the Operations User SL,
while the remaining 15 employees assigned to the Field Technician Role would require the Team
Members User SL.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 43
Creating Menu Items
Partners and customers may also create Menu Items to fit specific customer scenarios. When doing so,
those new Menu Items must be mapped to the User SL type that best matches the type of use based on
the definitions of user SLs found in this document.
Notes:
• Roles in Microsoft Dynamics 365 Unified Operations Plan are not the same as job titles.
• “Menu Item” means an object that allows users to display or view a form, sub-form, or URL in a
browser application; run a task that triggers a system class, function, workflow or web-action
initiated by a user; or cause an output in the ERP solution or a separate device.
Menu Items are classified at one of the User SL types. Users with a given SL have access to each Menu
Item classified at—or below—that User SL type.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 44
Appendix F: Microsoft Dynamics 365 Add-on If you require additional subscription capacity (such as additional instances or storage), you can include
these optional add-on licenses with your subscription. Subscription add-ons apply across tenant; they are
not tied to a specific user. Subscription add-ons can be purchased at any time and remain a part of the
subscription for the remainder of the subscription term. We have broken this add-on section down into
all Customer Engagement Plan Business Applications, which will leverage the same tenant and
infrastructure will accrue across this one tenant. Dynamics 365 Unified Operations Plan Applications
leverages an entirely different tenant and will have its own set of add-on capabilities.
Customer Engagement Plan Business Applications
The following Customer Engagement Plan Business Application subscriptions share the same tenant and
share infrastructure capacity:
• Dynamics 365 for Sale
• Dynamics 365 for Field Service
• Dynamics 365 for Customer Service
• Dynamics 365 for Project Service Automation
They will have access to the following Customer Engagement Plan Business Application default
subscription capacities, shared across the Customer Engagement Plan Business Applications. If a
customer purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement
Plan Business Applications and the Dynamics 365 Unified Operations Plan Application.
Production Instance Add-on
The Production Instance Add-on is well suited for multi-instance deployments such as departmental
applications configured within an organization. Licensed users associated with a Dynamics 365
Customer Engagement Plan Business Application subscription can access the default Dynamics 365
Customer Engagement Plan Business Applications instance included in the subscription, and every
Dynamics 365 Customer Engagement Plan Business Application additional instance associated with
the same tenant, shared across the Customer Engagement Plan Business Applications.
The Production Instance Add-on license does not include any default storage capacity.
Figure 17: Customer Engagement Plan Business Applications Production Instance Add-on
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 45
Non-Production Instance Add-on
The Non-Production Instance Add-on is well suited for deployments such as test environments,
training applications, and sandbox environments configured within an organization. Licensed users
associated with a Dynamics 365 Customer Engagement Plan Business Application subscription can
access the default Dynamics 365 Customer Engagement Plan Business Application Non-Production
instance included in the subscription, and every additional Non-Production instance associated with
the same tenant. The additional Non-Production Instance Add-on license does not include any default
storage capacity.
Figure 18: Non-Production Instance Add-on
Additional Portals and Page Views
The default Portal provided with Dynamics 365 Customer Engagement Plan business application
subscriptions may be extended by purchasing licenses for additional portals, for use as a non-
production portal, or additional production portals.
Customers may purchase additional page views.
Subscription Capacity – Per Portal Included Capacity Additional Increment
Page views: Access/utilization of the Dynamics 365 Portal 1 million/month 500,000/month
Additional Storage Add-on
The Additional Storage Add-on provides flexibility to increase the storage capacity associated with
your Microsoft Dynamics Online subscription in increments of 1 GB per Additional Storage Add-on
license, up to 30 TB of storage.
Note: The subscription storage corresponding to a customer subscription is tracked against all the
Microsoft Dynamics 365 Customer Engagement Plan Business Application instances associated with
the tenant.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 46
Figure 19: Storage Add-on
Social Engagement Additional Posts Add-on
The Additional Posts Add-on provides additional posts to a Microsoft Social Engagement subscription
in increments of 10,000, 100,000, or 1,000,000 posts per month. On the first day of the month, the
number of purchased additional posts is added to the included quantity of 10,000 posts. All unused
posts expire at the end of each month.
Figure 20: Social Engagement Additional Posts Add-on
Dynamics 365 for Field Service - Resource Schedule Optimization Add-on
Resource Scheduling Optimization is an Add-on capability for the Dynamics 365 for Field Service
application that enables the customer to automatically schedule work orders to the most appropriate
resources, while simultaneously optimizing appointment setting for travel time, mileage, and many
other constraints.
Resource Schedule Optimization is licensed per Resource included in the optimization process and
will typically be accessed by a scheduler or dispatcher user who will designate any number of
resources to be included. Resources may be individuals, such as field technicians or other human
resources, equipment, or even designated groups of resources.
The add-on license allows for unlimited use of schedule optimization, which may be on a regular
cadence such as daily or weekly, or ad-hoc.
A Dynamics 365 for Field Service license is required for managing the Resource Schedule
Optimization.
Unified Operations Plan Applications
The following Unified Operations Plan Applications share the same tenant and share infrastructure
capacity: Dynamics 365 for Finance and Operations and Dynamics 365 for Retail. They will have access to
the following additional capacities, shared across the Unified Operations Plan Applications. If a customer
purchases Dynamics 365 Plan they will obtain default access to both the Customer Engagement Plan
Business applications and the Dynamics 365 Unified Operations Plan application.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 47
Sandbox Tier 1 Add-on (one included with subscription)
This is a non-production single box Developer Instance that customers can use to customize
Dynamics 365 Unified Operations Plan and Retail application and unit test their changes. Licensed
users associated with a Dynamics 365 Unified Operations Plan or Retail subscription can access the
default developer instance included in the subscription, and every additional instance associated with
the same customer. The additional Non-Production Developer Instance Add-on license does not
include any incremental default storage capacity.
Sandbox Tier 2 Add-on (one included with subscription)
This is a non-production multi-box Standard Acceptance Testing instance that customers can use for
User Acceptance Testing, integration testing and training. Licensed users associated with a Dynamics
365 Unified Operations Plan or Retail application subscription can access the default Standard
Acceptance Testing instance included in the subscription and every additional instance associated
with the same customer. The additional Non-Production Standard Acceptance Testing Instance Add-
on license includes 10 GB of default storage at no additional charge per instance.
Sandbox Tier 3 Add-on
This is a non-production multi-box Premium Acceptance Testing instance that customers can use for
larger scale user acceptance testing, integration testing and training. This sandbox environment can
also be used for performance testing for smaller customers or customers with lighter loads. Licensed
users associated with a Dynamics 365 Unified Operations Plan or Retail application subscription can
access every additional instance associated with the same customer. The additional Non-Production
Premium Acceptance Testing Instance Add-on license includes 10 GB of default storage at no
additional charge per instance.
Sandbox Tier 4 Add-on
This is a non-production multi-box Standard Performance Testing instance that customers can use for
performance testing, load testing and staging along with user acceptance testing. This sandbox
environment is intended for smaller to medium sized customers or customers with medium load.
Licensed users associated with a Dynamics 365 Unified Operations Plan or Retail application
subscription can access every additional instance associated with the same customer. The additional
Non-Production Premium Acceptance Testing Instance Add-on license includes 10 GB of default
storage at no additional charge per instance. Additional storage capacity is also granted at no charge
per instance as an organization increases the number of Full User and Device SLs. For every increment
of 20 Full User SLs (excludes Team Members and Activity Users), the included storage capacity
increases by 2.5 GB.
Sandbox Tier 5 Add-on
This is a non-production multi-box Premium Performance Testing instance that customers can use for
performance testing, load testing and staging along with user acceptance testing. This sandbox
environment is intended for larger sized customers or customers with heavier load. Licensed users
associated with a Dynamics 365 Unified Operations Plan or Retail application subscription can access
every additional instance associated with the same customer. The additional Non-Production
Premium Acceptance Testing Instance Add-on license includes 10 GB of default storage at no
additional charge per instance. Additional storage capacity is also granted at no charge per instance
as an organization increases the number of Full User and Device SLs. For every increment of 20 Full
User SLs, the included storage capacity increases by 2.5 GB.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 48
Additional Storage Add-on
The Additional Storage Add-on provides flexibility to increase the SQL database storage capacity
associated with your Dynamics 365 Unified Operations Plan or Retail application subscription in
increments of 1 GB per Additional Storage Add-on license, for a max of 1 TB. This Additional Storage
Add-on can be used to increase database storage across the production and/or non-production
instances.
Note: The subscription storage corresponding to a customer subscription is calculated as cumulative across
Dynamics 365 Unified Operations Plan instances associated with the tenant.
Figure 21: Storage Add-on
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 49
Appendix G: Support Policies
SEVERITY CUSTOMER’S SITUATION EXPECTED MICROSOFT
RESPONSE
EXPECTED CUSTOMER
RESPONSE
A
Critical business impact:
-Customer’s business has
significant loss or degradation of
services.
-Needs immediate attention
Initial response:
-1 hour or less for Professional
Direct and Premier
-2 hours or less for Enhanced
-Next business day for Subscription
-Allocation of appropriate
resources to sustain continuous
efforts all day, every day₁
-Accurate contact
information on case owner
B
Moderate business impact:
-Customer’s business has
moderate loss or degradation of
services but work can reasonably
continue in an impaired
manner
Initial response:
-2 hours or less for Professional
Direct and Premier
-4 hours or less for Enhanced
-Next business day for Subscription
-Allocation of appropriate
resources to sustain continuous
effort unless customer requests
to opt-out of 24x7₂
-Accurate contact information on
case owner
C
Minimum business impact:
-Customer’s business is
substantially functioning with
minor or no impediments of
services
Initial response:
-4 hours or less for Professional
Direct and Premier
-8 hours or less for Enhanced
-Next business day for Subscription
-Accurate contact information on
case owner
1. 24x7 support is only available for Professional Direct and Premier. Premier customers login to Microsoft Premier Online to
submit. 24x7 support for Severity B incidents is only available for Premier. 2. Microsoft may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable
Microsoft to continue with problem resolution efforts.
Microsoft Dynamics 365 Licensing Guide | May 2018 P a g e | 50
Appendix H: Change Log
Page Topic Change Action Date
11 Marketing Removed
“The Administrator may assign relevant users in the
organization with a license for access to the
Marketing Application.”
May 2018
25 PowerApps Table Clarified
Changed Team Members and Activity PowerApps
from PowerApps for Dynamics 365 to PowerApps for
Dynamics 365 Teams
May 2018
Various &
Appendix B
Dynamics 365 Mobile
Offline Removed From all applications except Field Service May 2018
26 & 27 Premium Support Clarified Mix and match concept May 2018
25 PowerApps Clarified Clarified language for PowerApps May 2018
Various Dynamics 365 Unified
Operations Corrected
Dynamics 365 for Operations Plan was corrected to
read Dynamics 365 Unified Operations Plan May 2018
34 Sales table Clarified Limit to size of 3rd party solution installs (footnote) &
Case for Sales description April 2018
34 Product Clarified
Product and product bundles are in Sales Enterprise
Product families and product relationships are in
Sales Professional
April 2018
32 Product Clarified Product should be Product families April 2018
19 Device (iv and vi) Clarified “One device dedicated..” changed to “one device used
for..” April 2018
23 Talent Clarified Default infrastructure capacity language added March 2018
various Sales Professional and
Marketing Added Spring launch March 2018
23 Finance and
Operations, Retail Added Multi-instance language added
March 2018
30 - 33 Appendix B Updated To include Marketing March 2018
34 Appendix C Added Sales features table March 2018
44 - 48 Appendix F Moved Microsoft Dynamics 365 Add-ons
various Enterprise edition Removed Rebranded and removed “Enterprise edition” March 2018
3 & 21 Internal Users Clarified Short term subscriptions are available exclusively
through the MPSA licensing program February 2018
4 Dual Use rights Added CRM 2016 Server for Dynamics customer Engagement February 2018
7 & 33 Team Members Updated (iv)Manage direct employee and candidate activities
for hiring, onboarding, and human resources February 2018
13 Talent Clarified
Customers that purchase the full Talent SKU (5-seat
minimum) are entitled to 2 environments/instances
for the organization (not per seat). Of those two only
1 can be used in production, the second one is only
for non-production use (UAT, pre-production, etc.).
February 2018
13 Modular Applications Added Talent Modular Applications February 2018
16 Operations Device Clarified A single device can provide any of the following
functionality in any combination. February 2018
17, 21, 24,
25 Social Engagement Updated Language for SE and Additional posts February 2018
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